Customer Service Delivery
Resume:
PAWAN SHARMA
Ghaziabad, U.P.
Mb: 971*******
E-mail: *******@**********.***
Executive Summary:
An acute professional with 20 years of rich experience in logistics, distribution, delivery, marketing, client relationship, project management and business expansion with strong credentials in retaining and developing customers; proficient in identifying, developing and establishing systems & processes with command over strong TATs(Turn Around Times). Have worked for projects spanning across product verticals such as courier/ logistics, buying houses and media includes leading print editions.
Professional Synopsis
Currently functioning as Deputy Chief Manager with Times of India (BCCL) handling circulation and distribution, team of DSAs (Direct Sales Associates), SSAs (Support Sales Associates), distributors/ vendors and agents.
Managing the entire spectrum of distributors/ vendors and agents relationship management and development.
Working with IT department to ensure the implementation of SAP in day-to-day processes.
Managing implementation of schemes, revision in daily print order of all publications using SAP.
Managing accounting for vendor’s payment distribution against their monthly billing via SAP.
Ensuring customer service and solving their day to day queries.
Skilled in providing end-to-end Customer Service Delivery Solutions along with strong capabilities implementing the Service Delivery Process covering Capacity Management, Service Level Management, Resolution Process and Control Process.
Expertise in creating program/ process vision & design, developing relationship, incentives program, enhancement strategies across processes.
Excellent communicator with exceptional talent for problem solving and ability to handle multiple functions and activities in high pressure environments. Key Strength Areas
Delivery Management Logistics Tough deadlines Business planning / Expansion
Customer Retention End to End Delivery of Projects Public Relations/Client and Agent Liaison Quality Assurance Team Management Team Building, Training & Development
Analytical skills Cross Functional Coordination Competition analysis Launches/ Initiating Projects Project Management SAP
Career Highlights
Created a new milestone in business expansion by expanding agents network
Proper implementation of SAP in our daily process
Successfully achieved 100% sales target in last 5 years
Successful launches of New Newspaper and Magazines under Times of India Banner like CREST, SPEAKING TREE, IDIVA, GRAZIA AND HELLO etc. Experience Recital
TIMES OF INDIA Nov’09-Till Date
(Daily newspaper with largest circulation among all English-language newspapers in the world, across all formats)
Deputy Chief Manager
Responsibilities:
Handling circulation & distribution, responsible for entire logistics for Delhi/ NCR
Analysis of daily field activities reports and accordingly fine tune focus and approach.
Value addition via customer retention and developing new customers.
Responsible for business generation and expansion in Delhi/ NCR region.
Involved in developing business relationship and liaison with the clients at various management levels.
End to End delivery of projects across verticals
Leading and motivating diverse teams
Strongly communicating the needs to the administration and IT to assist projects in line
Inter departmental coordination with IT via SAP, admin and other stake holders to ensure timely and accurate deliveries
Managing orders and keeping track against circulation and month-on-month analysis of stock being circulated across region
Tracking of off-take, various schemes and incentives and delivering the same on time.
Building relations with distributors and agents.
Managing of daily revision in Print Orders.
Planning, executing & implement business plan to retain existing customer and add new customers.
Mentor a team of 10 executives to ensure their motivation level and increase their productivity at all times.
Develop and manage strategy for competitor activities.
Capability to work in 24 x 7 atmosphere
Initiate plans and organize promotional scheme and events to ensure sales and other creative activities.
Manage and monitor daily sales and competition strategies within the territory. HT MEDIA LTD Mar’2005 to Nov’ 09.
Sr.Executive
Keeping records of off-take, various schemes, and incentives and delivering the same on time.
Building good relations with Distributors and Agents
Planning, executing & implement business plan to retain existing customer and add new customer.
Analyzing various field activities reports on daily basis and accordingly fine tune focus and approach.
Generating and developing business in Delhi as well as N C R Territory.
Develop business relationship and liaison with the clients at various management levels.
Manage and guide a team of 5 executives to raise their motivation level and increase their productivity.
Develop and manage strategy for competitor activities.
Initiate plans and organize promotional scheme and events.
Manage and monitors daily sales and rival activities within territory. ADS DIGNOSTIC SERVICES Oct’02 to Mar’05
Territory Manager
Responsibilities:
Promoting the diagnostic services provided by the ADS group.
Ensured Customer support with payment collection on time
To explore the Territory in order to work out growth.
To co-ordinate among the chain of diagnostic center, the systems And set-up based in North India
Academic Credentials
MBE from School of Economics (DAVV) Indore 1999-2001 B.Sc; Rajasthan University 1995 – 1997
Workshops & Seminars Attended
Workshop on Sales enhancement
Training on behavioral changes
Strengths
Hardworking, integrity, ability to think logically and laterally, can perform under pressure to ensure deadlines.
Energetic, confident, self-motivated team player and have ability to spark others to contribute at their best.
Open to new ideas and can adapt to changes easily. Personal Details
Date of Birth: 30th November, 1976
Language Proficiency: Hindi & English
Date:
Place:
(Pawan Sharma)
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